CODE OF QUALITY - DHL Express

1 code OF QUALITY Valid from 27 November 2017 2 Table of Contents 1. THE code OF QUALITY 3 2. DHL IN ITALY 3 3. DHL Express (ITALY) 3 4. DHL SERVICES 3-6 5. TERMS AND CONDITIONS FOR THE PURCHASE OF SERVICES 7-8 6. COMPLAINTS 8 7. CONCILIATION PROCEDURE 9 8. ACCESS RIGHT 10 3 1.

2 THE code OF QUALITY This document, subject to the obligations imposed by AGCOM Resolution no. 413/14/CONS, aims at providing the public with information regarding the range of services offered by DHL Express (Italy) , the terms and conditions for the purchase thereof, the procedures to manage complaints, and conciliation procedures. This document mainly regulates the business relationships between DHL and the occasional Customers. For all those who want to rely on an ongoing service, or sign a subscription agreement, the DHL Express staff are available to help identify and propose the most appropriate and comprehensive contractual, operational, pricing, and commercial solutions. 2. DHL IN ITALY The DHL Group operates in Italy with the DHL Express , DHL Global Forwarding-Freight and DHL Supply Chain divisions.

3 The Group offers a wide range of services, including the Express shipment of documents and small pieces, the freight forwarding of goods with planes, trucks, ships and trains, logistics and storage services, with tailored and specialised solutions. 3. DHL Express (ITALY) DHL Express (hereafter, more simply, DHL ), a worldwide leader in the market of Express couriers, has been present in Italy since 1978. It offers a wide range of door-to-door services capable of ensuring the quick delivery of documents and goods all over the world. 4. DHL SERVICES Express services shall be available for international and national shipments to be delivered by a pre-set time ( time-critical shipment services ), by the end of the first working day after collection, in the first possible day, or in accordance with the Customer s needs.

4 Below is an account of the international and national services offered by DHL. 4 Time-critical shipment services DHL Express 9:00/10:30/12:00 INTERNATIONAL - main characteristics a) DHL Express 9:00 INTERNATIONAL Door-to-door delivery of goods and documents by 9:00 am of the first working day after collection, or in the first possible day, depending on transit distance. Shipment: up to 300 kg Piece: up to 30 Kg, with max dimensions of: 120x80x80 (cm) Pallet: unacceptable Available for international and national shipments only from specific origin addresses to main destinations.

5 It is possible to check service availability and transit times at the following website: A delivery notice service is available subject to prior request to the DHL Customer Service. a) DHL Express 10:30 INTERNATIONAL Door-to-door delivery of goods and documents by 10:30 am of the first working day after collection, or in the first possible day, depending on transit distance. Shipment: up to 300 kg Piece: up to 30 Kg, with max dimensions of: 120x80x80 (cm) Pallet: unacceptable Available for international and national shipments only from specific origin addresses to main destinations. It is possible to check service availability and transit times at the following website: A delivery notice service is available subject to prior request to the DHL Customer Service.

6 C) DHL Express 12:00 INTERNATIONAL Door-to-door delivery of goods and documents by 12:00 pm of the first working day after collection, or in the first possible day, depending on transit distance. Shipment: up to 300 kg Piece: up to 70 Kg, with max dimensions of: 300x120x160 (cm) Pallet: up to 300 Kg, with max dimensions of: 120x100x160 (cm) Maximum 3 pallet or 99 pieces per shipment Available for international and national shipments only from specific origin addresses to main destinations. It is possible to check service availability and transit times at the following website: A delivery notice service is available subject to prior request to the DHL Customer Service.

7 5 Express WORLDWIDE Service - main characteristics Door-to-door delivery of goods and documents by the end of the first working day after collection, or in the first possible day, depending on transit distance. Shipment: up to 1000 kg Piece: up to 70 Kg, with max dimensions of 300x120x160 (cm) Pallet: up to 1000 Kgs with max dimensions 120x100x160 (cm) Maximum 3 pallet or 99 pieces per shipment Available for destinations in more than 220 countries of the World and throughout the national territory.

8 It is possible to check service availability and transit times at the following website: A delivery notice service is available subject to prior request to the DHL Customer Service. Time-critical shipment services DHL Express 9:00/10:30/12:00 DOMESTIC - main characteristics a) DHL Express 9:00 DOMESTIC Door-to-door delivery of goods and documents by 9:00 am of the first working day after collection, or in the first possible day, depending on transit distance. Shipment: up to 300 kg Piece: up to 30 Kg, with max dimensions of: 120x80x80 (cm) Pallet: unacceptable Available for national shipments only from specific origin addresses to main destinations.

9 It is possible to check service availability and transit times at the following website: A delivery notice service is available subject to prior request to the DHL Customer Service. a) DHL Express 10:30 DOMESTIC Door-to-door delivery of goods and documents by 10:30 am of the first working day after collection, or in the first possible day, depending on transit distance. Shipment: up to 300 kg Piece: up to 30 Kg, with max dimensions of: 120x80x80 (cm) Pallet: unacceptable Available for international and national shipments only from specific origin addresses to main destinations. It is possible to check service availability and transit times at the following website: A delivery notice service is available subject to prior request to the DHL Customer Service.

10 6 c) DHL Express 12:00 DOMESTIC Door-to-door delivery of goods and documents by 12:00 pm of the first working day after collection, or in the first possible day, depending on transit distance. Shipment: up to 300 kg Piece: up to 50 Kg, with max dimensions of: 120x80x80 (cm) Pallet: up to 300 Kg, with max dimensions of: 120x100x120 (cm) Maximum 1 pallet or 99 pieces per shipment Available for national shipments only from specific origin addresses to main destinations.